Conversational AI: The Internet's New Swiss Army Knife
Conversation AI is becoming the internet's new and shiny Swiss Army knife. A tool thrown at the right problem, will deliver measurable results.
Well built and executed Conversational AI implementations have shown that across a wide range of businesses they can have a significant positive impact on KPIs and the business bottom line.
Although, as we saw the adoption of Conversation AI grow at a steady pace through 2019 into 2020, we are seeing signs amongst the overall trend that resemble mobile app adoption in the past decade from 2010. We are in danger following some of the same negative trends that came and have now well and truely passed.
Businesses saw the success from some early adopters who understood the tech and were able to use it to make a positive shift in their organisation, there was a fit with their core business model, airlines are a great example here. However, there are plenty of apps that were rolled out by businesses believing just by having one themselves they would see success too. Apps were the Swiss Army knife of the 2010s where you could throw the entire tool at a business and hope one the of functions would solve your business challenges.
Here’s how we make sure conversational AI is the right tool, for the right job. Setting the foundations to ensure a successful rollout across any business use case, from conversational marketing through to customer service.
Your business objective may simply be fan engagement like Tournament Of Champions, Oscars or ESL Gaming Dota2 where a second screen experience allows fan participation on social platforms. Objectives can also be more data and process driven, saving customer service team hours, pre-qualifying leads for a sales team or full end-to-end automation, like Metro Trains Melbourne and Vivid Sydney.
What has become evident is businesses recognising that conversational AI is delivering measurable ROI. The challenge is that while an AI can be flexible, fast and adaptable it isn’t suited to every use case or every business.
When we engage with Customers, we go back to basics. The same foundational questions that guide any good business case to launch a new, successful project apply.
- Outcomes – What will it look like? What will you have at the end of the project? How will it change the way you do business?
- Objectives – What to you want it to achieve in your business?
- Requirements – Do you have any requirements to support this in the business? Do you have the resources to support it? Can you maintain it?
- KPIs – What will success or failure look like? How are you going to measure it?
Answer these four questions with robust answers and then it’s likely a Conversational AI will have an impact on your business. Starting with these four questions you may end up realising that actually a Conversational AI ins’t right for your business at this time.
If you do see the value and the numbers stack up, what you have is a solid foundational to apply the variety of functions a Swiss Army tool like a Conversational AI can enable in your business.
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A conversational AI SaaS platform to power, enable, enrich and understand conversations between you and your customers, in real-time and at scale.